"Kind staff at NHS111"

About: Harmoni / NHS 111

(as the patient),

I had woken up early in the morning and had started to see floaters in my vision and thought that this could be dangerous so I had called up 111 to seek advice.

They had questioned and assessed me by phone on what I had told them and were able to give me accurate advice, the good thing was that they had asked me everything possible to get a good result which was very good.

Although everything was excellent, even the staff were very kind, the call waiting time can be reduced. The way they had asked the questions and how was I feeling, I was almost very confident that they will give me very accurate information on what I should do next.

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Response from Amanda Mayo, NHS 111 Service Director, Harmoni We are preparing to make a change

Thank you for posting your experiences on the Patient Opinion website.

I am pleased to hear that you received a good service. My team are highly trained to provide reassuring support and advice to callers.

I am sorry that the call waiting time was longer than it should be however we are proactively looking at this aspect of our service currently to aim to improve this aspect. Most callers do get through to the service within 60 seconds of making a telephony connection and I apologise if this was not the case when you contacted us.

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Response from Simon Mills, NHS 111 Clinical Lead, NHS Wandsworth CCG

I am really pleased to hear that you were satisfied with the assessment of your symptoms by the NHS 111 health advisors, and their kind manner. As Amanda Mayo has already mentioned, call waiting times are currently under review, and we are acutely aware that at certain times of the week particularly, when demand is higher, callers are experiencing unacceptable times for their call to be answered. This issue is being addressed across London, and NHS 111 providers, Clincal Commissioning Groups and NHS England's London Regional Team are working together to improve this, and other aspects of the NHS 111 service.

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